Mandarin CX & Localization Lead

Aspire; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Aspire, a fintech company, is hiring a lead to localize the experience for Mandarin-speaking customers. You will own the Chinese CX metrics, influence content and AI tooling, and work directly with CX leadership to deliver measurable improvements across channels including WeChat.

You will ensure quality gate for AI translations, develop agent enablement, and drive localisation projects from scope to launch with concrete results, while collaborating with L&D, Quality, Product and Compliance.

Qualifications

• Fluency in Mandarin (Simplified and Traditional written Chinese) and English, with the judgement to localize tone and content, not just translate it.
• Experience in CX, customer operations, or a similar customer-facing leadership role, ideally in a fast-paced or fintech environment
• Comfort owning metrics end-to-end and translating them into action
• Strong stakeholder management skills, given close collaboration with L&D, Quality, Product and Compliance

Responsibilities

• The experience and metrics for Chinese-speaking customers such as CSAT, detractor rate, FRT, TTR, escalation rate and AI-resolved rate
• The channels serving them, including WeChat: routing, response standards, automation, coverage and performance
• All Chinese-language content and act as quality gate on AI-assisted translation
• Enablement for every agent to serve Chinese-speaking customers well: quality bar, interaction reviews, coaching and reference material at the point of contact
• Localisation efforts and Chinese-language projects, from scope to launch to measured results
• Frustrated customers and escalations, turning root causes into permanent fixes.

Skills

Mandarin fluency

English proficiency

Job description

Aspire, a fintech company, is hiring a lead to localize the experience for Mandarin-speaking customers. You will own the Chinese CX metrics, influence content and AI tooling, and work directly with CX leadership to deliver measurable improvements across channels including WeChat.

You will ensure quality gate for AI translations, develop agent enablement, and drive localisation projects from scope to launch with concrete results, while collaborating with L&D, Quality, Product and Compliance.